2015最佳豪华酒店和品牌报告（英文版）_30页_652kb
报告摘要
2015 Top Luxury Hotel & Brand Report Summary
Core Content
This report highlights the importance of Online Reputation Management (ORM) in the luxury hotel industry, emphasizing how it directly influences guest satisfaction and booking decisions. It analyzes data from over two million online guest reviews across 2,330 properties belonging to 117 luxury brands worldwide, providing insights into the performance of both individual hotels and brands.
Main Points
- Online Reputation Importance: 89% of global travelers consider online reviews important when booking, and luxury hotel guests are no different. ORM has become a top investment priority for 60% of hotels in 2015, surpassing renovations and staff training.
- ReviewPro's GRI™: The Global Review Index™ (GRI™) is a proprietary metric used to evaluate online reputation based on guest reviews from 142 OTAs and review sites in 45 languages. It is not an average of all review scores but calculated using a specialized algorithm.
- Guest Intelligence: This refers to the analysis of online reviews and guest satisfaction surveys to gain insights into guest preferences and improve operational and service excellence. It helps in increasing guest satisfaction and attracting more bookings.
- Performance Metrics: The report evaluates guest satisfaction across four categories: Service, Value, Location, and Cleanliness, in addition to overall satisfaction.
Key Findings
- Top Performing Hotels and Brands:
- Individual Luxury Hotel: Olare Mara Kempinski, Masai Mara (GRI™ 99.0%)
- Small Luxury Brand: Library Hotel Collection (GRI™ 95.3%)
- Large Luxury Brand: Belmont (GRI™ 93.0%)
- Overall Trends:
- The average GRI™ of the Top 25 Small Luxury Brands was 92.2%, which is 4% higher than the Top 25 Large Luxury Brands (89.1%).
- Luxury hotels saw a 36% increase in online reviews compared to the previous year.
- The average number of positive reviews per hotel was 80%.
- Review Sources:
- TripAdvisor remained the largest source for luxury hotel reviews, accounting for 28% of total reviews.
- Booking.com overtook Facebook to become the second largest review source, with a significant increase in review volume.
- Top Cities:
- China, the United States, and the United Kingdom had the largest number of Top 100 rated luxury properties.
- Dubai became the most reviewed city of the year.
- GRI™ and Response Rate Correlation:
- There is a strong link between a hotel's GRI™ and its Management Response Rate.
- The Top 25 Individual Luxury Hotels responded to an average of 56% of reviews, while those with lower satisfaction responded to only 17%.
Top Individual Luxury Hotels
| Rank | Hotel Name | GRI™ |
|---|---|---|
| 1 | Olare Mara Kempinski, Masai Mara | 99.0% |
| 2 | Taj Safaris, Mahua Kothi | 98.7% |
| 3 | Bushmans Kloof, Wilderness Reserve & Wellness Retreat | 98.6% |
| 4 | Belmond Palacio Nazarenas | 98.6% |
| 5 | Four Seasons, Tented Camp Golden Triangle | 97.6% |
| 6 | The Chedi Club, Tanah Gajah, Ubud, Bali | 97.6% |
| 7 | Cocoa Island by COMO, Maldives | 97.4% |
| 8 | Constance, Le Prince Maurice, Mauritius | 97.4% |
| 9 | Portrait, Roma | 97.4% |
| 10 | The Canyon Suites At The Phoenician, Scottsdale | 97.4% |
| 11 | Anantara, Golden Triangle, Elephant Camp & Resort | 97.3% |
| 12 | Aria Hotel, Prague | 97.3% |
| 13 | Belmond Northern Belle | 97.2% |
| 14 | The Oberoi Vanyavilas, Ranthambhore | 97.2% |
| 15 | Four Seasons Hotel Moscow | 97.1% |
| 16 | Maxx Royal, Belek Golf Resort | 97.1% |
| 17 | Six Senses Yao Noi - Luxury Yao Noi Resort | 97.1% |
| 18 | Four Seasons, Safari Lodge Serengeti | 97.0% |
| 19 | Gran Melia, Xian | 97.0% |
| 20 | Four Seasons Resort, Mauritius at Anahita | 97.0% |
| 21 | Hotel 41 | 97.0% |
| 22 | Belmond Hotel Rio Sagrado | 97.0% |
| 23 | Belmond Le Manoir aux Quat' Saisons | 97.0% |
| 24 | The Oberoi, Wildflower Hall | 97.0% |
| 25 | W Bogota Hotel | 97.0% |
Most Improved Hotels
| Rank | Hotel Name | GRI™ |
|---|---|---|
| 1 | Loews Regency, New York | 90.5% |
| 2 | Sofitel Malabo President Palace | 91.6% |
| 3 | Hotel Cabrera Imperial, Bogota | 89.9% |
| 4 | Four Seasons Hotel Cairo at the First Residence | 88.0% |
| 5 | Loews Vanderbilt Hotel | 87.8% |
| 6 | Jacir Palace Hotel | 86.7% |
| 7 | InterContinental Tamanaco Caracas | 73.0% |
| 8 | The Ritz-Carlton, Dubai | 90.3% |
| 9 | InterContinental Amman, Jordan | 83.1% |
| 10 | Trump Hotel Collection Doral Golf Resort | 73.7% |
Top 25 Small Luxury Brands
| Rank | Brand Name | GRI™ |
|---|---|---|
| 1 | Library Hotel Collection | 95.3% |
| 2 | Constance Hotels and Resorts | 94.4% |
| 3 | Red Carnation Hotels | 94.0% |
| 4 | Oberoi Hotels & Resorts | 93.9% |
| 5 | Voyage Hotels | 93.8% |
| 6 | Capella Hotels and Resorts | 93.6% |
| 7 | Montage Hotels & Resorts | 93.6% |
| 8 | Como Hotels and Resorts | 93.5% |
| 9 | Iberostar The Grand Collection | 92.6% |
| 10 | Oetker Collection | 92.5% |
| 11 | Langham Hotels and Resorts | 92.3% |
| 12 | RockResorts | 92.2% |
| 13 | Raffles Hotels & Resorts | 92.1% |
| 14 | The Peninsula Hotels | 92.0% |
| 15 | Firmdale Hotels | 91.9% |
| 16 | Adrian Hoteles | 91.8% |
| 17 | Lungarno Collection | 91.8% |
| 18 | Rosewood Hotels & Resorts | 91.6% |
| 19 | Secrets Resorts | 91.5% |
| 20 | Edition Hotels | 91.5% |
| 21 | Andaz Hotels | 91.3% |
| 22 | Elegant Hotels Group | 91.3% |
| 23 | GHM | 91.3% |
| 24 | Dorchester Collection | 91.2% |
| 25 | Majestic Hotel Group | 90.9% |
Top Small Luxury Brands by Service
| Rank | Brand Name | Service Index |
|---|---|---|
| 1 | Library Hotel Collection | 97.9% |
| 2 | Oberoi Hotels & Resorts | 96.4% |
| 3 | Red Carnation Hotels | 96.4% |
| 4 | Firmdale Hotels | 95.5% |
| 5 | Adrian Hoteles | 95.4% |
| 6 | Como Hotels and Resorts | 95.3% |
| 7 | Constance Hotels and Resorts | 94.8% |
| 8 | Capella Hotels and Resorts | 94.6% |
| 9 | RockResorts | 94.6% |
| 10 | Voyage Hotels | 94.6% |
| 11 | Dorchester Collection | 94.3% |
| 12 | Edition Hotels | 94.2% |
| 13 | Montage Hotels & Resorts | 94.2% |
| 14 | Lungarno Collection | 93.9% |
| 15 | Raffles Hotels & Resorts | 93.9% |
Additional Insights
- Value Index: U Sapa in Vietnam scored 100% for Value, followed by Olare Mara Kempinski Masai Mara and Steigenberger Makadi Hotel.
- Location Index: AKA Rittenhouse Square in Philadelphia scored 100%, while InterContinental Dar Al Tawhid Makkah and Olare Mara Kempinski Masai Mara ranked highly.
- Cleanliness Index: Four Seasons Resort Dubai at Jumeirah Beach, Mandarin Oriental Bodrum, and The Ritz-Carlton Kyoto scored 100% for Cleanliness.
- Improvement Trends: Individual Luxury Hotels showed higher improvements in GRI™ scores compared to Small and Large Luxury Brands. Loews Regency, New York, and Sofitel Malabo President Palace were among the most improved.
Conclusion
The report underscores the growing significance of ORM and Guest Intelligence in the luxury hotel sector. It highlights the performance of top hotels and brands across various metrics and identifies those that have made the most progress in improving their online reputation scores. The findings suggest that proactive management of guest feedback is crucial for success in the competitive luxury hospitality market.
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